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Brand House Direct

Brand House Direct

3.9 from 2,405 reviews · View Statistics
See the Best Footwear Shops & Brands in 2022 as rated by Australians on ProductReview.com.au.
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Reviews

2.1
65 reviews
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Michelle K.
Michelle K.Greater Melbourne (Outer), VIC

Won’t process my refund

published

My $250 order returned in line with your company policy. Items arrived at your warehouse over a week ago. Customer service advises they are so busy, they have “no idea” when my refund will be processed. I wish I had read these reviews before purchasing. I will be lodging a complaint with Consumer Affairs Victoria.

Product Quality
4/5
Shipping
4/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Michelle, your return is in queue for processing by the returns department. As soon as the return is processed, they will send you an email.

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Dissatisfied Customer
Dissatisfied CustomerCentral Highlands and Goldfields, VIC
  • Verified

Where is my refund? Offered to take a pair of shoes in lieu of the refund but no reply. Shocking Customer Service.

published

After purchasing five pairs of shoes in February, returned two and still no refund. Asked for exchange for another pair I wanted. Still no contact.

Product Quality
4/5
Shipping
4/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi please call the returns team so that they can assist you. I checked our inbox and I cannot find any emails under your order number.

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LeanneT
LeanneTMetropolitan Adelaide, SA
  • 2 reviews
  • 1 like

Stealing from pensioners is not good business practice

published
Product Quality
5/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi I will pass on your feedback to management and will ask them to review the matter. I can see a refund has been issued for your return.

LeanneT
LeanneT

Surprisingly to noone - I never heard anything back about this and they are still stealing money from pensioners as a business practice

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Mat C.
Mat C.South-Eastern Region, NSW

Pathetic

published

Pathetic customer service. Company will just take advantage and won’t reply until order already shipped. Not fair on the consumer.

16days before order shipped. Contacted BHD on numerous occasions. I Cancelled after 8 days on both forums - email and online. Response 15days - Already shipped, we can’t help.

I’m sending my product back. I’ll pay the postage for return. I can’t stand businesses who take advantage of the consumer by delaying a response Intending to tie them into a transaction.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise the order number so I can look into this?

Mat C.
Mat C.

I’ve tried on numerous occasions, yet when the conversation gets too hard I fail to receive a response?

#498955

Mat C.
Mat C.

I rest my case.. Standard BHD response - The silence is deafening!

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MPG
MPGSouth East Queensland, QLD
  • Verified

Items take months

published

Items take months to come, they sell out of item after you paid and swap it for a cheaper one and then dont return anything

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise your order number so I can look into this for you please?

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Julie Mason
Julie MasonWestern District, VIC

Terrible company to deal with

published

Waiting many months - lots of emails- don’t expect good customer service … two lots of returns ( due to their advice ) and extra shipping on new products …. Terrible company ….

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Julie, can you please advise your order number so I can look into this for you?

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Having a Voice
Having a VoiceQueensland
  • 3 reviews
  • 1 like
  • Verified

Disgraceful Customer Service!

published

Disgraceful; full of lies. Slippers aren’t the same, these don’t fit. Now won’t refund postage as promised if return them.

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Maree, thank you for taking time to leave feedback. I note that we shipped you the item exactly as described on the website. You returned the item for a refund which we have processed promptly. I am sorry they didn't suit you in this instance.

Having a Voice
Having a Voice
Brand House Direct
Lee S.Brand House DirectSend a private message
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Nate C.
Nate C.Sydney Surrounds, NSW
  • 2 reviews
  • Verified

Unhappy

published

Have purchased before without an issue but received the wrong size for my son. And considering the time it took to receive from ordering the shoes I wasn't game on returning them.

Product Quality
3/5
Shipping
1/5
Incentivised Review No
Return Claim MadeNo
Sizing Very large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you please advise your order number so I can assist please?

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Review collected in partnership with Brand House Direct

  • Verified

Zips in the boots I purchased were difficult to get up and down. Very poor quality zips

published

Boots looked beautiful on line did not look the same in reality
Not satisfied zips were very poor quality
Very disappointed

Product Quality
1/5
Shipping
4/5
Incentivised Review No
Return Claim MadeNo
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
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Review collected in partnership with Brand House Direct

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Linda
Linda
  • 3 reviews
  • 4 likes
  • Verified

Sizing

published

Sizing of shoes is inaccurate. They were too small even after I sized up because they were boots. Had to return. Was not happy with the product.

Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Linda, I am sorry to hear the item didn't fit you. You are more than welcome to return them. We are happy to help.

Linda
Linda

All good. I did return them. Postage is a killer though.

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Review collected in partnership with Brand House Direct

Derek
DerekRichmond-Tweed, NSW
  • 7 reviews
  • 6 likes

Sell broken shoes and don’t care

published

I bought a pair of Merrell boots the soul started coming off they expect me to cut them up send pictures and then wait to see if I get another pair of shoes. Or I could of bought another pair and then waited see if they would return the other’s
Worst company service I have ever had to deal with totally rude
Treat you like a thief for there poor quality
Merrell won’t warranty any shoe from this so called company

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Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing True to size
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Derek, thank you for your feedback. I am sorry to hear that you are unhappy. We were more than happy to send you a replacement pair or offer a refund. We were trying to help.

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Daly
DalySouth East Queensland, QLD
  • 3 reviews
  • 2 likes

Badly designed

published

Be very wary when purchasing from this site. Shoes are often badly designed and would not even be saleable in a normal retail outlet.

Product Quality
2/5
Incentivised Review No
Return Claim MadeYes
Sizing Very large
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Daly, can you please advise your order number? I would be happy to help you resolve your concerns. If the shoes are returned in original condition, unworn and in the shoebox, you can return them.

Daly
Daly

They are unwearable. The postage is prohibitive.

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi Daly, can you please advise your order number so I can try and assist please?

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Sharon Moore
Sharon MooreSouth East Queensland, QLD
  • 2 reviews

Do Not Buy From This Company - The Reviews Are Lies And There Customer Support Doesn't Exist

published

The reviews against the 2 shoes i bought were lies and made up. The shoes where crap and I had to pay $16 to send the first crap shoes back - "Rockport World Tour Classic Womens Wide Fit Comfort". There like wearing cement. Absolute crap and definitely no good for nurses or anyone standing for more than 5 minutes. Then their other advertisements lied and they sent me- "Homyped Lauren Womens Comfortable Supportive Thongs" - which are faulty and your toes hang off the end. And - "Asics Womens Leather Gel-Foundation Walker 3 (Extra Wide)" - which are advertised as the wrong size. And now they want me to spend another $16 or more dollars sending them back so they can rip me off more.....

Product Quality
1/5
Incentivised Review No
Sizing Very small
Product Appearance Not as advertised
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Kanimbla
KanimblaGreater Melbourne (Inner), VIC
  • 9 reviews
  • 3 likes

Faulty product

published

9 hours ago
Customer service unprofessional they’re…
Customer service unprofessional they’re hangup the call before finishing the conversation there’s products half faulty and they expect to pay return shipping from your own pocket this way make you losing money of the faulty product I don’t wish any one to face what I am experiencing disappointed with this company.
Sizing
Very small (39)
Slightly small (108)
True to size (1,100)
Slightly large (91)
Very large (26)
Sizing
Customer feedback

Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you please advise your order number so I can help?

Kanimbla
Kanimbla

Thanks for replying this my order number
395899

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi the order was shipped exactly as described. I am sorry to hear one pair didn't fit you. You are more than welcome to return them for a refund or exchange.

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Simone S
Simone SGreater Melbourne (Metropolitan), VIC
  • 3 reviews
  • 8 likes

Avoid at all costs! They have five companies with different names, do your research and read reviews first!!!

published
Product Quality
1/5
Shipping
1/5
Incentivised Review No
Return Claim MadeYes
Sizing Very small
Product Appearance Not as advertised
Brand House Direct
Lee S.Brand House DirectSend a private message
Simone S
Simone S
Simone S
Simone S
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Page 1 of 2

Questions & Answers

John P
John Pasked

My order #516203 was processed a week ago. It has not been processed or shipped after a week. I would like to know when they will be shipped.

3 answers
Gozzy
Gozzy

Mate, I'd contact them. It took longer than it should have to get mone. Then I sent them back as they were faulty. They received them back on May 25th and I have had nothing but dramas and still no shoes! All I can say is good luck!

John P
John P

I've sent an email and I will continue to harass them until I get a response. Thank for your response

Brand House Direct
Lee S.Brand House DirectSend a private message

Hi the order will be shipped this week, we will email you the tracking details once dispatched.

Christine S.
Christine S.asked

I appear to have a similar enquiry to others posted here.
I have an AfterPay order # only (275509263) but no confirmation email for an order placed June 19.
I would like to achieve a resolution in the form of:
Order #
Order confirmation
Tracking #
Please advise.

1 answer
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi please email the full name the order was placed under to support@brandhousedirect.com.au so we can look into this for you.

Nonny 57
Nonny 57asked

Why am I not receiving my “ store credit” access code?

4 answers
Nonny 57
Nonny 57
Brand House Direct
Lee S.Brand House DirectSend a private message

Hi can you advise the order number?

Nonny 57
Nonny 57
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Details

CategoryOnline Shops and Footwear Shops & Brands
Offers Free Standard Shipping No
Mens / Womens ClothingMens and Womens
Labels Sold Variety of Labels
Type of Footwear OfferedCasual & Dress Shoes, Exercise & Sport Shoes, Hiking Footwear, Ugg Boots and Work/Trade/Heavyduty Boots
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